Intercom

(419)
4.2 out of 5 stars

Intercom allows you to communicate personally with every single customer.

Work for Intercom?
Aspectvia livechat  2x

Learning about Intercom?

We can help you find the solution that fits you best.

Intercom Features

Ticket and Case Management
Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

83%
(Based on 154 reviews)
Response Automation

Respond to common requests with standard reply

83%
(Based on 160 reviews)
SLA Management

Service Level Agreement Management

79%
(Based on 90 reviews)
Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

86%
(Based on 150 reviews)
Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

89%
(Based on 152 reviews)
Ticket Creation User Experience

User Experience of creating and submitting a ticket

88%
(Based on 155 reviews)
Ticket Response User Experience

User Experience of responding and recieving a response

87%
(Based on 160 reviews)
Communication
Pop-up Chat

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

92%
(Based on 205 reviews)
Notifications

Delivers notifications to both sides of the conversation.

87%
(Based on 206 reviews)
Targeted Emails

Sends automated emails to further engage clients and potential clients.

87%
(Based on 157 reviews)
In-App Messaging

Allows for live chat to be enabled within the app for customer help.

90%
(Based on 190 reviews)
Internal Use
Customization

79%
(Based on 182 reviews)
Conversation Archiving

Archives conversations in a separate location for later reference.

n/a
Lead Development

Enables employees to denote potential customers.

80%
(Based on 131 reviews)
Knowledge Base

Establishes a knowledge base for employee reference during conversations.

80%
(Based on 143 reviews)
Team Inbox

Provides a central location for help requests, helping employees respond sooner.

84%
(Based on 156 reviews)
Customer Profiles

Allows for the creation of profiles for contacts and customers.

83%
(Based on 159 reviews)
Communication Channels
Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

88%
(Based on 150 reviews)
Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

86%
(Based on 150 reviews)
Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

92%
(Based on 181 reviews)
Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

82%
(Based on 106 reviews)
Call Center
Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

73%
(Based on 33 reviews)
Customer and Contacts Database

Central repository for account and contact information

82%
(Based on 88 reviews)
Products and Version Tracking

Central repository for tracking products and product versions customer is using

79%
(Based on 49 reviews)
Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

73%
(Based on 34 reviews)
Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

73%
(Based on 30 reviews)
Self Service/Community
Forums

Online discussion functionality so customers can have conversations among each other

79%
(Based on 75 reviews)
Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

86%
(Based on 124 reviews)
Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

82%
(Based on 96 reviews)
Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

82%
(Based on 97 reviews)
Reporting & Analytics
Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

77%
(Based on 74 reviews)
Reporting

80%
(Based on 151 reviews)
Dashboards

79%
(Based on 151 reviews)
Platform
ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

81%
(Based on 18 reviews)
Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

83%
(Based on 48 reviews)
Customization

79%
(Based on 182 reviews)
User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

88%
(Based on 57 reviews)
Internationalization

82%
(Based on 31 reviews)
Performance & Reliability

89%
(Based on 60 reviews)
Integration APIs

87%
(Based on 49 reviews)